Omnichannel is quickly becoming the name of the game, and the multi-channel approach is needed to keep customers happy. Having an omnichannel strategy in place is important for all businesses—whether you’re a small mom and pop shop that needs to keep better track of your Facebook page’s comments, or a huge contact center that responds to hundreds of calls, chats and emails every day—and anyone who ignores the trend is far behind the competition. Thanks to mobile devices giving everyone the world at their fingertips, customers are used to getting what they want, when they want, and how they want—and that includes customer service.
That’s why it should come as no surprise that partner programs are becoming increasingly popular when it comes to contact center software. Cyara, a provider of multi-touch customer experience testing and monitoring solutions, recently added another company to its Cyara Global Partner Program. Voxai Solutions, Inc. has teamed up with Cyara in the hopes of enhancing its customer contact center technology.
“Voxai is extremely pleased to formalize the partnership with Cyara. Testing is a critical part of the project deployment process that we take very seriously,” said Hassen Pruitt, Director of QA at Voxai. “In fact, we are one of the very few companies in the contact center industry who maintains a full-time Quality Assurance department. Cyara software products have become a critical tool that we rely on to improve the scope, depth and efficiency of our testing exercises.”
Although the two companies have a long standing relationship, Voxai’s addition to the partner program now allows it to benefit from the Cyara Platform and the company’s expertise in Customer Experience Innovation Lifecycle (CXIL). Cyara will also benefit from this partnership, with Bill Bryant, Director of Global Alliances at Cyara, saying,“The Voxai partnership will enable Cyara to continue to expand our footprint as the industry-leading automated testing, monitoring and discovery platform…Voxai's already impressive customer base can now benefit from Cyara's CXIL best practices to drive innovation and optimization.”
This pairing should enable Voxai to further improve its customer contact center offering, thus allowing the company to enhance the overall customer journey. Since positive customer journeys are really what keep contact centers going by creating happy agents and callers, this seems like a win for everyone.